Team Leader Manager
Resume:
Asha Dhole
House No.M-***,
Janta Quarter
Indore (M.P.) 452001
************@*****.***
****.******@*******.***
Career Objective
I am eager to do a challenging job where I can use my knowledge to get the best results. Being a career oriented person I am looking out for an opportunity to prove my qualities to stabilize my career as well as attain growth both vertically and horizontally. I very well understand the fact that it is only possible if I contribute my part in the growth and development of the Organization I am working with. Total Work Experience 10 Years in the different Industry. 1. HGS Limited
2. Mphasis A HP Company ( B.P.O)
3. Acharya Finances (DSA of All private banks)
4. Rolta Bajaj Automobiles
Total Experience more than 9 Years in BPO Industry. 1. Company Name: HGS Limited (B.P.O)
Position: Team Leader (Operation)
Profile: Team Leader
Experience: 1 Year 9 Month
Job Profile:-
Managing a team of 25 CSO’S/Shift Agents (Full/Part Timers) for Outsourced Contact Center of India’s leading Telecom Service Provider, Handling operations end-to-end.
Prime Responsibilities as a Team Leader
Ensure service level agreement is met on real time basis.
Basis the requirement, have to coordinate with transport/training/workflow teams to ensure productivity targets.
Ensure process, policy integrities and ISO compliance, suggesting policy/procedure amendments as per requirement.
Presence and control on the floor - To be in total control regarding download for the day and taking immediate steps for system downtime/holdover possibility.
As per the requirement rollover internal job postings and close them within the deadline. Providing feedback about improvement areas.
Planning/scheduling the available resources (man power, keeping shrinkage in view) to fulfill the productive targets of the process.
To complete handover/takeover formalities during changes (shift, roaster, team).
Client interactions: Calibrations, Escalations, improvement opportunities at process level.
Monitor Team performance on a daily basis and address issues around unscheduled leaves/absenteeism, discipline, break adherence. Encourage participation in team building activities, assign responsibilities to motivate and groom people reporting to me.
Train a resource as a back up to ensure smooth functioning of the process.
Control attrition rate by team engagement activities. Keep the team motivated to consistently deliver as per targets (productivity/average handling time/job EXPERIENCE
Page 2 of 3
Knowledge/call quality/staffing targets).
Initiative and achievement in a Team Leader profile
I had attended the program of TTT for new CRM lunching at across all the LOBs and give the training to all support + production employees and successfully lunched the CRM in all process
I’m a part of polite batch of new process and set-up the process
I had attended Email Etiquette Training.
I had attended Interviewing Skills Training.
Initiative and achievement in a Team Leader profile
I had attended the program of TTT for new CRM lunching at across all the LOBs and give the training to all support + production employees and successfully lunched the CRM in all process
I’m a part of polite batch of new process and set-up the process
I had given training to new NHT batch for 6 month when process need for support and same time managing the operation end to end.
2. Company Name: Mphasis A HP Company (B.P.O)
Position: Unit Manager
Profile: Assist. Unit Manager
Experience: 2 Month
Job Profile:-
Managing a team of 25 CSO’S/Shift Agents (Full/Part Timers) for Outsourced Contact Center of India’s leading Telecom Service Provider.
Handling operations end-to-end.
3. Company Name: Mphasis A HP Company (B.P.O)
Position: Sr.Customer Support Officer (CSO)
Experience: 6 Years and 1 month
Job Profile: Handling calls in Outsourced Contact Center of India’s leading Telecom Service Provider 4. Company Name: Mphasis A HP Company (B.P.O)
Position: Customer Support Officer (CSO)
Experience: 1 Years
Job Profile: Handling calls in Outsourced Contact Center of India’s leading Telecom Service Provider 2. Rolta Bajaj Automobiles
Position: Computer Operator cum Reception
Experience: 1 Year
Job Profile:
Handling all reception work and computer work
Handle all walking customer queries
All system related work data updating.
Attendance sheet managing of all employees and interact with clients.
Handle work shop work also.
3. Acharya Finances (DSA of All private banks)
Page 3 of 3
Position: Tele caller and offer coordinator
Experience: 1 Year
Job Profile:
Handle all personal loan related queries
All system related work like form login, data updating.
Handle all walking customer for personal loan related.
Attendance sheet managing of all employees and interact with clients.
Tele calling and convince customer to take personal loan. Date of Birth: 15-10-1988 Marital Status: Married
Sex: Female Nationality: Indian
Religion: Hindu Mother Tongue: Hindi
Languages Known: Hindi, English, and Marathi
Highest Education:
Graduation: - B.COM in 2008
University: - DAVV
Stream: Commerce HSC in 2005
Board: MP Board
Technical Streams
Diploma in DCA
Tally
QUALITIES & STRENGTHS
An enthusiastic team player & team leader having the ability to plan and coordinate team goals.
Strong interpersonal, written, analytical and oral communication skills.
Computer literate.
Process management experience.
Dedication to detail and organization standards.
Ability to coordinate and direct multiple tasks simultaneously.
Ability to prioritize tasks.
Ability to work alone as well as in group settings. HOBBIES
Listing music
Cooking and making friends
I hereby declare that all the information is given is true to best of my knowledge. Date:
Place: Indore (Asha Dhole)
PERSONAL PARTICULARS
EDUCATIONAL BACKGROUND
Contact this candidate